Jpmorgan Chase Bank, N.a.

Peter Kutchen

Rudolph L Mappus, Iv

Owen Churchill

Sri Harsha Pothukuchi

Jose Burgos

Angel Vincent

Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.

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Bear, DE, United States of America

Peter Kutchen